What to Expect when responding to a Complaint

Receiving a complaint

We understand that being the subject of a complaint may feel concerning.

It’s important to know that the process is fair, structured and impartial.

What happens next

1. You are informed

You will receive:

• details of the complaint
• supporting information (redacted if required)

At this stage:

• no conclusions have been reached

2. You provide your response

You will be asked to:

• review the information
• provide your account
• include any relevant supporting material

3. Independent review

An independent reviewer considers:

• the complaint
• your response
• all available information

They may request further clarification where needed.

4. Resolution (where possible)

Where appropriate, we aim to resolve matters without a formal hearing.

This may include:

• clarification
• agreed actions
• recommendations

5. Formal hearing (if required)

If the matter cannot be resolved:

• it will be reviewed by an independent panel
• you will have the opportunity to be heard
• a decision will be made

6. Outcome

You will receive:

• a clear explanation of the outcome
• details of any actions or requirements

7. Appeal (process only)

You may appeal if:

• the process was not followed correctly
• and this resulted in disadvantage

What you can expect

• a fair and independent process
• the opportunity to respond fully
• clear communication at each stage